Total Records—an information management company serving the Northeast region of the United States — took a different approach to this new digital environment. “The pandemic provided us with the unique opportunity to accelerate the deployment of our digital service offerings” says Austin Fruchter, Director of Business Development at Total Records. Early in the pandemic, firms primarily in the professional services industry were scrambling to equip employees with the necessary tools to work remotely, for some employees the first time they had ever been out of the office. Many support services staff members were struggling to complete their hands-on tasks without access to their commercial work environments. Total Records collaborated with customers in both essential and non-essential industries to ensure that information access was not only uninterrupted but expanded. Thanks to several years of investment and refinement of the scanning division at the firm, Total Records was able to ramp up digitization production to almost triple the pre-pandemic levels, delivering hundreds of thousands of documents directly to the staff members that required the information to complete their work and maintain steady operations.
The abrupt and forced adoption of remote work operations also allowed Total Records to further expand their consulting services to firms looking to streamline their information management & governance policies and procedures.“Businesses that have utilized legacy physical document management systems sometimes struggle to piece together a plan to make the digital transformation – that’s where we come in,” shares Fruchter. Upon engaging with a client, Total Records initiates the process through discovery planning sessions to effectively organize documents, maintain optimal indexing procedures, and work with department heads to sort out the arrangement of and desired digital structure for their enterprise information. “Our goal is to find a customer’s pain points to determine critical requirements. These are addressed through a dynamic strategy that grows and evolves with the customer,” adds Fruchter. Total Records has further enhanced its digital toolbox by partnering with FutureVault, an industry leading provider of secure, cloud-based document management solutions that help organizations, and their clients manage information better, together. FutureVault’s end-to-end white label digital vault platform provides organizations with document digitization, distribution, collaboration, and storage capabilities, while also allowing end consumer clients to manage all their most important business and personal information. Organizations leverage FutureVault’s disruptive, patented, proprietary technology to acquire and retain clients, unlock new revenue streams, improve operational efficiencies, protect information assets, and maintain compliance obligations.
In a recent digitization project, a new customer came to Total Records overwhelmed and unable to execute on daunting task of transforming their records. Total Records consulted with the customer at every step, refining the requirements and simplifying the overall project. This ultimately led to a project budget more than halved relative to outside bids as Total Records was able to clarify information governance and retention policies and reduce the volume of paper needing to be digitized. This customer was able to have 24/7 access to their critical, digitized information within months of the COVID-19 lockdown, enabling them to seamlessly continue operations.
Total Records offers a dynamic hybrid model for information management, seamlessly bridging the gap between physical information and electronic data while providing best-in-class service and maintaining some of the best pricing in the industry
While the digital group at Total Records has been firing on all cylinders since the pandemic began, the physical storage group has been working just as diligently to maintain service levels with a growing customer base. “We specialize in a hybrid records management model split between physical and digital documents – this offers customers the chance to ease into the transition to digital while maintaining core physical assets that in some cases need to be stored in perpetuity.” Fruchter explained. The facilities are best in class, built from the ground up with the sole purpose of securely and safely storing critical inventory. The building is secured with layers of redundant physical security controls, with surveillance cameras monitoring all access points inside and outside of the building, layers of mechanical, electronic, and biometric control systems, in addition to comprehensive alarm systems.Along with this world-class facility, Total Records offers some of the best customer service in the industryby maintaining an in-house staff with a combined century of experience in the industry along with a relatively flat organizational structure that allows for direct communication channels to key decision makers in the company.
Total Records continues to see strong demand for document management solutions, be it purely physical or digital, or some form of a hybrid model. The records management industry has experienced some major consolidation over the years, and as larger players struggle to not only grow, but simply maintain current volumes levels. This has led to significant price increases passed onto customers who have started looking for steadier and more effective solutions. Total Records fills the void by offering long-term fixed contracts to help customers manage physical and electronic storage costs and devote that capital into criticaldigitization efforts. “Whether or not industry players want to admit it, the future is primarily digital; however, we firmly believe that physical storage will always exist to some capacity, and we are prepared to tackle this challenge head-on” concludes Fruchter.